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Kudos0

Norton Family Time Issues - Still!!!

I've only been using Norton Family for a couple of days now and I've never been so frustrated. I've lost some credibility with my kids, who wasn't happy with time restriction, but was okay with the policy as long as it was; consistent,dependable and predictable, and it has been anything but!  I've been an Network Engineer for over 15 years and consider myself a little more than serviceable when it comes to technology, and if I read one more post with a solution of, "restart the computer ", I will scream. NOT only has the "Count Down" signaling the end of the kids session not working, but, the program believes the session is over when in fact it just started. And... We restarted the computers multiple times. And forget it if they request more time. If they request more time the program is designed to adjust the time with a parents login locally at the PC. What if I'm at work..? that means I have to give the kids my password. That is counter intuitive. It should at the very least send a request to the parent Android phone app and allow the adjustment on the fly, or send an email so it can be adjusted via the web site. This is crazy and I will be asking for a refund very shortly if it isn't resolved. I can get more consistency from any fly-by-night developer and get better software than what I've received with any of Norton's "premium" offerings!

Sincerely,

                    Unsatisfied.

Replies

Kudos0

Re: Norton Family Time Issues - Still!!!

Let's see if I can offer a bit of explanation for some of this. First you can always go to the website from any internet capable device and change any of your child settings, including the time limit or curfew. Those changes to your child's policy will get pushed automatically down to all your monitored devices. So you should never give your child your password or even have a need. The local "ask parents for more time" was more of a convenience solution for the parent to be able to right on the family pc to make that change.

As for the countdown, and session start and end I don't know if I have a clear enough picture of what is happening. Can you give more details / steps that you did to see this situation? That would help a lot.

Matt

Kudos0

Re: Norton Family Time Issues - Still!!!

Explanation makes sense but thats not the behavoir i'm seeing. I have two computers one windows 7, brand new and a Windows 8 machine both stating that the time was exceeded thus locking the kid out. I've tried making the adjustment via the web but no change, even after a restart. I had to log into the machines as the administrator and disable the software for it to work. How does the push work. My systems are behind a Cisco firewall, so any traffic not originating from inside, will be rejected. But i'm sure that this isnt the issue.

As for the coutdown. Before I purchased the software I placed on the forum a, "it would be great" type post, stating that all the software I've tried gave the kids a countdown at 5 minutes and 1 minute so the kid can gracefully shutdown. I received an answer back that the program does indeed have that feature, providing a warning at 15 minutes and, I believe 5 minutes, than a countdown from 60 secnds, but my kids state they do NOT receive that countdown. So... the kids get locked out in the middle of the game without notice.

Kudos0

Re: Norton Family Time Issues - Still!!!

That post is correct, you get a 15, 5 and 60 second dialog. Each have to be dismissed. In fact the last one will actually count down the final 60 seconds.

As for the push technology, you are correct, the firewall should not be the issue, as it's more of your client reaching out to get a new updated policy.

Can you try and click on the Norton family tray icon and select "update house rules". this will force an update of the house rules.

Matt

Kudos0

Re: Norton Family Time Issues - Still!!!

Tried the update on both PC's when the issues first presented themselves yesterday, and again this morning. To get around it, I launched the tray icon, logged in, and gave them more time. By the way, its worth mentioning that these steps were at the beginning of the session, the session no time was used. I guess the frustrating part is, even if it starts functioning as expected, as advertised, how can consumers depend on your product if it's temperamental and glitchy. 

I don't want to overstate any of the issues, but, I would be willing to purchase your enterprise solution for the handful of devices I have in my home if it worked, and, if it offered the features given in the family solution.   

Kudos0

Re: Norton Family Time Issues - Still!!!

Hi cbell1611,

Thanks for the update.  Please check the steps below.  If they don't help, I'd like to  have a remote session with you.

Please let me know how many hours is allowed for the child and the curfew hours to block the device for the child. 

In my sample screen shot, the child is allowed 2 hours between 6am to 5pm, so if the child logs in at 7pm in the sample, he will be logged off.  

Another thing is please close all the browsers and apps after the child is done using the device at end of the day in case some apps still ping it's server. When NF sees the traffic online, it reads as the PC is being used and counts the time.

Also, make sure the computer time at Start -> Control Panel -> Date and Time is set to correct time, then please follow these steps to make the Time Zone online correct.

1)     Go to your web browser and type in https://family.norton.com

2)     Click  “Sign-In” link and enter your email address and password

3)     After you’ve signed in, click on Parent icon under Configure Family

4)    Select Time Zone  you prefer and Save it .

Thanks

Katie

Thanks Katie
Kudos0

Re: Norton Family Time Issues - Still!!!

The kids unblocked hours are from10:00am to 9:00pm with 1 hour of allowed time per day. I've checked the Time zone for both the computers and the Family portal, and they are setup correctly. So I cant imagine that is an issue. As for how the program looks at time, if the program counts any or all services that attempt to connect to the internet as time against the kids, than that is a problem in itself. whether it is Antivirus or anything else, the kid will be penalized, that makes this unusable to me. Again... other less expensive solution do not have that issue.

Please let me know when you have time for a webex. so we can investigate the issue together.

Kudos0

Re: Norton Family Time Issues - Still!!!

Hi cbell1611,

Can you please  send me a private message via the forum by clicking Inbox at upper right hand corner and let me know which state and country you are located in?

Thanks

Katie

Thanks Katie

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